Guest & Owner Experience Specialist - Scottsdale

Role summary

Guest & Owner Experience Specialist - Scottsdale is a role at GoodNight Stay, LLC in Scottsdale, Arizona, United States (on-site). Posted 2026-08-11. Experience level: 0-2. No degree required.

Job title

Guest & Owner Experience Specialist - Scottsdale

Company

GoodNight Stay, LLC

Location

Scottsdale, Arizona, United States

Work arrangement

on-site

Category

Software Engineering

Experience level

0-2

Degree required

No

Date posted

2026-08-11

Job description

Description

Guest & Owner Experience Specialist — Scottsdale

Goodnight Stay | Competitive Salary + Bonus, DOE

Join a Team That Sets the Standard for Luxury Hospitality

At Goodnight Stay , we don't just manage properties — we craft extraordinary experiences. As one of the premier luxury corporate and vacation rental management companies in the United States, we combine 25 years of industry expertise with cutting-edge technology and a genuine passion for hospitality. Our portfolio spans some of the most sought-after destinations in the country, and every property in it reflects our unwavering commitment to design, comfort, and concierge-level service.We believe a life well-lived is a life full of incredible memories — and our team is the reason those memories happen.If you're a natural communicator who thrives in a fast-paced, guest-focused environment and takes pride in delivering five-star experiences at every touchpoint — for guests and homeowners alike — we want to hear from you.

What We Promise You

Competitive salary and bonus — based on your experience and performance

Medical, Dental & Vision Insurance — comprehensive coverage for you

Paid Time Off & Holiday Pay — because recharging matters

Company-Provided Equipment — everything you need to do your best work

A supportive, team-oriented culture with perks that enhance connection and team building

Opportunity to grow with a company that has thrived for over two decades

The Role: Guest & Owner Experience Specialist

The Guest & Owner Experience Specialist serves as a vital bridge between Goodnight Stay and the two audiences who matter most: our guests and our homeowners. Your primary focus is delivering exceptional guest experiences — managing communications across every channel from booking through checkout, ensuring reservations run smoothly, and being the calm, capable presence guests turn to when they need support.In addition, you'll work alongside our Owner Success Manager to support the owner side of the business — helping maintain property records, assisting with owner communications, supporting inspections, and ensuring our homeowners feel informed, valued, and confident in our management.This is a dynamic, relationship-driven role that demands strong communication, sharp organization, and a genuine passion for hospitality at every level.

What You'll Do

Guest Experience — Primary Focus

Own Guest Communication — Manage inbound and outbound guest interactions across phone, text, email, and web-based platforms with professionalism and care

Support Reservations — Monitor and respond to booking platform messages to answer questions, deliver home access instructions, verify payments, and handle reservation changes per company guidelines

Problem-Solve as a Team — Collaborate with teammates to identify, plan, and resolve potential guest issues before they escalate

Know the Brand — Learn and clearly communicate all Goodnight Stay services, policies, and updates, staying current as things evolve

Manage High Volume — Handle simultaneous calls, online messages, and Slack communications with efficiency and composure

Dispatch & Coordinate — Route maintenance and field requests as needed and coordinate repairs with vendors in a timely manner

Handle Payments & Booking Changes — Process guest payments and booking modifications in accordance with company guidelines

Be a Calming Presence — Bring empathy and composure to difficult guest situations, working with the team to reach positive resolutions that uphold the Goodnight Stay brand

Owner Relations — Supporting Role

New Owner Orientation — Assist with onboarding new homeowners by helping explain PMA terms as they relate to property care and use of the Owner portal

Owner Records — Consistently update and audit property and owner profile information across software platforms to ensure accuracy

Owner Communication Support — Serve as a secondary point of contact between owners and internal departments, helping coordinate owner requests and creating work orders as needed in alignment with current market priorities

Notifications & Approvals — Support the notification process for significant incidents or charges, and assist in obtaining owner approvals for items exceeding PMA thresholds

Inspection Support — Review property maintenance and housekeeping inspection records; assist with or conduct quarterly property visits to provide condition reports and recommendations

Financial Proofing — Review service charges and supporting information required for owner monthly statements

Owner Information — Help deliver proactive updates, market insights, and newsletters to owners to strengthen their understanding of local conditions and property performance

Field Operations Support — Assist in managing day-to-day tasks for field specialists to inspect and repair homes

Collaboration — Support the Owner Success Manager and collaborate with the General Manager, Director of Operations, and Founder on owner retention, referral, branding, and business development initiatives

Company Ethos — Champion and uphold Goodnight Stay's core values, mission, and vision in every interaction

All-Team Responsibilities

Document Everything — Log all guest interactions, owner communications, issues, and resolutions within our property management tool with accuracy and thoroughness

Attend Team Meetings — Participate in weekly department meetings and all regular local and corporate team touchpoints

Master Our Tools — Learn and use all systems that support daily operations, currently including Streamline, Airbnb, VRBO, Microsoft Exchange Email, Monday.com, and Slack

Follow Corporate Direction — Read, understand, and apply all corporate directives including SOPs, the Employee Handbook, email correspondence, and marketing materials

Who You Are

You don't need a perfect resume — you need the right mindset and a genuine care for peo